Manufacturing Industry Exprosoftech

Manufacturing
Industry

Expro Softech recently partnered with a manufacturing company to help them streamline their Service Process Including Field Service operations. The client is a leading manufacturer of industrial machinery and equipment with a global presence. They were facing challenges in managing their sales and field service processes, which led to lower customer satisfaction and increased operational costs.

Industry : Manufacturing Industry
Tools & Technology: salesforce Service cloud and FSL

Challenges

Salesforce Service Cloud

The client’s sales and field service teams were working in silos, which resulted in communication gaps and delays in response times. They were using a legacy system for managing their operations, which was outdated and lacked the necessary features to support their growing business. The client was also facing challenges in tracking the status of their equipment installations and servicing.

Our
Approach

Expro Softech proposed implementing Salesforce Service Cloud and Field Service Lightning (FSL) to address the client’s challenges. Service Cloud is a customer service platform that provides a 360-degree view of the customer, while FSL is a field service management solution that helps companies optimize their field service operations.

We started by conducting a detailed assessment of the client’s existing processes and identifying areas of improvement. We then designed a customized solution using Salesforce’s Service Cloud and FSL. We also provided training to the client’s Service Process Including Field Service teams to ensure a smooth transition to the new system.

The implementation included the following functionalities:

Service Cloud: We configured Service Cloud to provide a single view of the customer, including their purchase history, service requests, and equipment information. We also integrated the system with the client’s existing ERP system to enable real-time updates of customer data.
Field Service Lightning: We configured FSL to automate the dispatching and scheduling of field service technicians. This included optimizing the routes, assigning work orders based on technician availability and skill set, and tracking the status of each job in real-time. We also provided the client with a mobile application that enabled their technicians to access job information, update job status, and capture customer signatures electronically.

Result

Cost Saving

0 %

Increased Customer Satisfaction

0 %

Improve efficiency

0 %

The implementation of Salesforce Service Cloud and FSL resulted in significant improvements for the client. The client’s sales and field service teams were able to work more efficiently and collaboratively, resulting in faster response times and increased customer satisfaction. The new system also provided the client with real-time visibility into their operations, which helped them make data-driven decisions.

The client was able to achieve the following results:

Increased customer satisfaction: The client was able to improve their first-time fix rate by 25%, resulting in higher customer satisfaction.
Improved efficiency: The client was able to reduce their average response time by 30%, resulting in faster resolution of service requests.
Real-time visibility: The client was able to gain real-time visibility into their field service operations, which helped them make data-driven decisions and optimize their processes.
Cost savings: The client was able to reduce their operational costs by 20% by optimizing their field service operations and reducing the need for manual interventions.

Feedback

 5/5

The client was extremely satisfied with the implementation and the results achieved. They appreciated Expro Softech’s expertise in Salesforce and their ability to design a customized solution that met their specific requirements. The client’s sales and field service teams were also pleased with the new system, which made their jobs easier and more efficient. The client has since recommended Expro Softech to other companies in their industry and continues to partner with us for ongoing support and maintenance.

Can't seem to find your Business Solution?

Our Salesforce specialists have a wealth of knowledge in a variety of industries.

Refer This:-More About Manufacturing Industry

The manufacturing industry is rapidly evolving, and companies within the manufacturing industry are increasingly turning to innovative solutions to stay competitive. In this dynamic landscape, the manufacturing industry faces challenges such as supply chain disruptions and the need for operational efficiency. By leveraging advanced technologies, the manufacturing industry can enhance productivity and improve customer engagement. Our Salesforce consulting services are designed specifically for the manufacturing industry, providing tailored solutions that address its unique needs and drive growth.